Firstsource Solutions Limited, a flagship company of the RP‑Sanjiv Goenka Group, is a global leader in Business Process Management (BPM) and Business Process Outsourcing (BPO). With more than two decades of experience, Firstsource serves clients across healthcare, banking, financial services, telecom, media, retail and many other sectors. The company operates in over 30 locations worldwide and prides itself on delivering end‑to‑end customer lifecycle solutions that blend technology, analytics and human expertise. Its culture is built around continuous learning, performance‑driven incentives and a strong focus on employee well‑being. The Bengaluru centre, located in the vibrant Whitefield‑Marathahalli corridor, is a hub for international voice operations. The team handles high‑volume inbound and outbound calls for UK‑based customers, providing support for banking, telecom and retail queries. As a Voice/Blended associate, you will be the first point of contact, ensuring that every interaction reflects Firstsource’s commitment to quality and customer satisfaction. **Role Summary** You will manage inbound and outbound calls from UK customers, understand their needs, and deliver accurate solutions while maintaining the highest standards of communication. The role demands fluency in English, a customer‑centric attitude, and the ability to work in rotational or night shifts as per business requirements. **Key Responsibilities** 1. Answer inbound calls and initiate outbound calls for UK customers. 2. Identify customer requirements and provide precise, solution‑focused responses. 3. Resolve queries efficiently while adhering to service level agreements. 4. Update customer records and call logs in the CRM system accurately. 5. Meet individual and team performance metrics such as AHT, CSAT and FCR. 6. Follow Firstsource’s quality guidelines and compliance policies. 7. Participate in regular training sessions and knowledge‑sharing forums. 8. Provide feedback to process improvement teams based on call observations. 9. Handle escalations professionally and hand over to senior teams when required. 10. Maintain a positive attitude and contribute to a collaborative team environment. **Tech Stack & Tools** The role primarily uses standard BPO tools such as Salesforce/Zoho CRM, Avaya or Cisco voice platforms, MS Office suite, and internal knowledge bases. Basic computer literacy is essential, while advanced technical skills are not a prerequisite. **Growth Path** Firstsource offers a clear career ladder: starting as a Voice Associate, you can progress to Senior Associate, Team Lead, Operations Manager and eventually to functional specialist roles in Quality, Training or Process Management. Regular performance reviews and skill‑enhancement programs support rapid upward mobility. **Why Join Firstsource?** - Competitive salary with performance‑linked incentives. - Structured training for freshers and continuous up‑skilling for experienced hires. - Exposure to international customers, enhancing your communication and problem‑solving abilities. - A supportive work culture that values diversity, inclusion and employee welfare. - Opportunities to work across multiple domains, expanding your industry knowledge. If you are enthusiastic about delivering world‑class customer service and eager to grow in a global BPO environment, Firstsource is the ideal platform to launch or accelerate your career.